NCH provides On-Line Banking for a number of Italian banks (Banca Popolare di Brescia, Banca Antoniana Veneta, Fineco on-line etc.). In order to enhance the customer satisfaction for tens of thousands of end users and guarantee the quality of the services provided to bank clients, NCH use the e-CRM software Global e-line.

For NCH, the Customer Relationship Management is a strategic challenge, since the customer satisfaction is part of the Service Guarantee Contracts that links NCH to the banks that delegates their on-line services to them. Therefore, NCH gave particular attention to the choice of the software which is at the heart of their on-line customer service. The solution had to be technologically advanced to take care of the transparent convergence of all the moderne means of communication: telephone, e-mail, dialogues sur Internet (chat)…

Sandro SISTI, manager of NCH, said that: "We have chosen Global e-line to manage our customer relations which are strategic in our on-line banking activities. This solution is much appreciated by our consultants because it is simple to use and user-friendly. Global e-line has already demonstrated a capacity of letting us give our customers the best service quality, even though our customer base is groving very rapidly. By the way, the software has been completely integrated with our existing Windows NT architecture".

In order to meet the requests from their on-line banking end users, NCH integrates Global e-line in their portals, thus allowing an easy access to the financial knowlegde bases and the solutions bases concerning the services functionalities. Global e-line is of course also used by the Customer Service call centers and processes all incoming e-mail requests.

NCH aim to provide a better service quality while reducing the cost of the customer service thanks to Global e-line, which helps processing all inquiries independently of the mean of communication.

The administration and real-time follow-up on these inquiries make Global e-line essential to NCH who can thus insure fast answers by also developping the possibilities of self-service through the on-line solutions bases. The analysis and tendancies extracted automatically in real-time become important indications for the optimisation of NCH Customer Service.